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Deliver technical assistance based on instruction and pre-established guidelines: • Ability to follow proper procedures and work within established guidelines • Ability to detect underlying issues • Ability to troubleshoot technical failures • Ability to distinguish among data provided and identify relevant information • Provide Technical Consultation and Experience • Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related • Provide a world class experience • Ability to work in a time critical environment • Ability to prioritize daily tasks, prepare personal schedule and monitor/adjust to complete tasks • Ability to handle incoming inquiries effectively and efficiently • Ability to log all incoming calls and accurately complete case notes in the call tracking database • Verbal and written communication skills to analyze, interpret and address customer needs • Ability to summarize/paraphrase information • Ability to explain concepts and present technical information clearly; identify the level of technical knowledge of the customer and adjust technical communications to solve customer need • Demonstrates understanding and commitment to protecting customers privacy and information • Word processing skills, able to type 25 WPM • Develop Expertise in assigned software and hardware Line of Business (LOB) • Successfully complete training activities to maintain technical expertise, and to broaden product knowledge • Ability to follow effectively the applicable policies and workflow processes to resolve customer inquiries • Ability to be flexible and quickly adapt to changing business needs and processes • Deliver Individual Performance based on Metrics and Related Targets • Achieve and maintain to a performance standard, including but not limited to: average handle time, resolution, and customer satisfaction • Participate in coaching and demonstrate commitment to personal improvement • Ensure data integrity, accuracy, and timeliness • Perform services consistent with quality standards and procedures based on training and coaching received • Maintain acceptable level of productivity and timeliness. • Technical Expertise • Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.) • Knowledge and experience with Microsoft office • Knowledge of and experience with gaming consoles or PC gaming systems • Ability to navigate the internet and use search engines to find information • Ability to utilize phone system as required • Experience utilizing, configuring, and troubleshooting the TCP/IP protocol in multiple environments Start date: 7th january 2013

Cerinte

Gather and analyze customer input: • Ability to probe for underlying issues and pose critical questions • Ability to search and retrieve data from various databases; and to multitask with multiple applications during a phone call Provide exceptional customer experience: • Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs • Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems • Ability to employ patience and self-control in handling irate customers


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